Upload
compuware
View
1.221
Download
1
Embed Size (px)
DESCRIPTION
Citation preview
APM Adoption RoadmapEnsuring Customer Success
APM Adoption Roadmap• Progressive approach that ensures each
phase delivers ROI and business value
• Each phase identifies the key actions, benefits and KPIs
• Roadmap provides a tool for alignment between IT an LOB stakeholders
2
A Proven Approach to Delivering Value
3
End-user Experience MonitoringEnd-user Experience Monitoring
Data Center Transaction MonitoringData Center Transaction Monitoring
Application and Infrastructure MonitoringApplication and Infrastructure Monitoring
Performance-Driven Service ModelPerformance-Driven Service Model
Business and Technical Data IntegrationBusiness and Technical Data Integration
SLA Monitoring and ReportingSLA Monitoring and Reporting
Bus
ines
s V
alue
Bus
ines
s V
alue
IT M
atur
ityIT
Mat
urity
End-user Experience Monitoring
4
End-user Experience Monitoring
Data Center Transaction Monitoring
Application and Infrastructure
Monitoring
Performance- driven
Service Model
Business and Technical Data
Integration
SLA Monitoring
and Reporting
ACTIONS
• Monitor performance, availability and usage of critical business transactions for real users
• Monitor select synthetic transactions for control measures
• Baseline performance
1Step One
BENEFITS AND ROI
• Reduce the business impact of performance problems and increase workforce productivity
• Quantify business impact by affected users, applications and location
• Improve mean time to detect and repair problems; isolate the fault domain between the client, network and data center
SAMPLE KPIs
• Transaction response time (e.g. web page load, SAP T-Code)
• Availability percentage
• Unique users
• Affected users
• Network round trip time
Data Center Transaction Analysis
5
End-user Experience Monitoring
End-user Experience Monitoring
Data Center Transaction Monitoring
Data Center Transaction Monitoring
Application and Infrastructure
Monitoring
Performance- driven
Service Model
Business and Technical Data
Integration
SLA Monitoring
and Reporting
ACTIONS
• Monitor performance, availability and usage of transactions within the data center
• Correlate data center transactions with the end-user experience
2Step Two
BENEFITS AND ROI
• Improve mean time to detect and repair problems; isolate the fault domain between data center tiers, distributed and mainframe
• Reduce the cost of problem resolution and the war room
• Optimize the performance of poorly performing applications by identifying slow SQL transactions, XML/SOAP calls, etc.
SAMPLE KPIs
• Transaction response time (e.g. SQL Query, WebSphere MQ, SOAP)
• Availability percentage
• Operation volume
• Server time
Application and Infrastructure Monitoring
6
End-user Experience Monitoring
End-user Experience Monitoring
Data Center Transaction Monitoring
Data Center Transaction Monitoring
Application and
Infrastructure Monitoring
Performance- driven
Service Model
Business and Technical Data
Integration
SLA Monitoring
and Reporting
ACTIONS
• Monitor application components; including Java/.NET at the method level and application performance on the mainframe
• Monitor network application performance and utilization
• Monitor data center infrastructure; including Windows/UNIX/Linux operating systems, web servers, application servers and database servers
3Step Three
BENEFITS AND ROI
• Right-size infrastructure according to business demand
• Increase the availability of application and infrastructure components
SAMPLE KPIs
• Method response time and CPU utilization
• Application/Database and operating system performance metrics
• SAP CCMS metrics
• Bandwidth usage and packet loss rate
• MOS and Jitter
Performance-driven Service Model
7
End-user Experience Monitoring
End-user Experience Monitoring
Data Center Transaction Monitoring
Data Center Transaction Monitoring
Application and Infrastructure
Monitoring
Performance- driven
Service Model
Business and Technical Data
Integration
SLA Monitoring
and Reporting
ACTIONS
• Model the relationships and dependencies between business services and the supporting application and infrastructure components
• Apply business rules to data (e.g., business calendar, service quality, priorities)
4Step Four
BENEFITS AND ROI
• Determine the potential business impact and risk of application and infrastructure problems
• Prioritize IT effort according to business impact (e.g., peak business time, cost of poor quality)
• Deliver a unified view of application performance and improve operations and applications communication
SAMPLE KPIs
• Service quality by business service
• Service quality by business calendar
• MTBF and MTTR
Business and Technical KPI Integration
8
End-user Experience Monitoring
End-user Experience Monitoring
Data Center Transaction Monitoring
Data Center Transaction Monitoring
Application and Infrastructure
Monitoring
Performance- driven
Service Model
Business and Technical Data
Integration
SLA Monitoring
and Reporting
ACTIONS
• Incorporate data from existing monitoring into the data center
• Include key business performance indicators
5Step Five
BENEFITS AND ROI
• Provide a unified view of service quality across all monitoring data that mirrors the business process
• Prioritize IT efforts according to business KPIs
• Reduce maintenance on redundant monitoring tools
SAMPLE KPIs
• Service quality by business service
• Service quality by business calendar
• MTBF and MTTR
SLA Monitoring and Reporting
9
End-user Experience Monitoring
End-user Experience Monitoring
Data Center Transaction Monitoring
Data Center Transaction Monitoring
Application and Infrastructure
Monitoring
Performance- driven
Service Model
Business and Technical Data
Integration
SLA Monitoring
and Reporting
ACTIONS
• Monitor and report on complex Service Level Agreements
• Present role-relevant dashboards and historical reporting to lines of business
6Step Six
BENEFITS AND ROI
• Automate the monitoring and reporting of SLAs; eliminate cost of manual effort
• Improved customer satisfaction
• Demonstrate the value of IT to the business
SAMPLE KPIs
• SLA compliance status
• Remaining downtime in SLA period
• SLA component downtime
• Six Sigma
10
© 2009 Compuware Corporation — All Rights Reserved